Staysure Reviews

Name: Staysure
Rating: 4.47

4.5 Rating 1,618 Reviews

89 %

of reviewers recommend Staysure

Company Reviews

Questions

Metrics

4.5

Based on 1,618 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.2 out of 5

Visit Website

Write Your review

Tell us how Staysure made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Staysure 5 star review on 15th April 2025

Howard

Staysure 1 star review on 26th November 2024

S Wilks

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I insured with Staysure for a holiday in Sri Lanka. Between arranging holiday insurance and departing I had an attack of bursitis and my physio suggested booking me for a guided scan and cortisone injection. I informed Staysure and they cancelled my holiday insurance but did not bother to let me know. I found out only by chance. Do not use this company they just take your money but do not offer proper insurance and they are not professional. They are unable or unwilling to explain why something so minor as a bursitis scan should necessitate cancelling my insurance. I paid £250 ,money down the drain or just adding to their profits.”

Helpful Report

Posted 7 months ago

“We had a family holiday booked for 7 of us on the morning of leaving my 13 year old son had the sickness and diarrhea bug so couldn't go didn't even think I had to ring the doctors to get a medical certificate they are now refusing to pay we was only claiming for him”

Helpful Report

Posted 8 months ago

“I put in a cancellation claim in June due to myself being ill. I had letter of doctor saying I was unfit to travel, letter from Jet2 saying I didn’t board the flight etc. Staysure bombarded me with emails asking for extra documents. Every time I returned a document they asked for more! I rang them numerous times I was either on hold for an hour or they would say they would call me back and they never did The service is appalling. I even filled in a complaint form 2 weeks ago no one has had the courtesy to contact me! PLEASE DO NOT INSURE WITH THEM THEY LITERALLY IGNORE YOU IF YOU NEED TO CLAIM.”

Helpful Report

Posted 8 months ago

“The vast majority of these reviews are from people that are lucky enough to never have had to actually make a claim on their Staysure policy. Please, before taking out a policy, read the below from someone who has during one of the most stressful and traumatic periods of my life. My father fell ill whilst on holiday in the Caribbean with my mother, experiencing severe and multiple symptoms with no clear cause (it was later diagnosed as sepsis combined with a minor stroke). He was admitted to hospital immediately and I flew out from the UK to support my mother. Staysure confirmed cover and accepted that medical repatriation was required the next day, but requested sight of my father's medical records, which seemed reasonable. We did that the same day. There then followed a ten day period in which Staysure did precisely nothing. Nothing whatsoever. Despite daily incessant chasing from our end, they constantly prevaricated, fabricated excuses, and generally failed to take any effective action whatsoever. At not point did they proactively offer assistance, offer updates on the developing situation, or take any step whatsoever to reassure us that they grasped the gravity of the situation and were doing everything they could (or indeed anything) to arrange for my father to get home. In the end, Staysure arranged air evacuation only because we wrote to our MP, who applied pressure to them, and to a Sunday Times journalist who also wrote to them. I am convinced that without the added pressure from those individuals the evacuation could have taken weeks longer. My father was eventually evacuated 11 days after being admitted to hospital, and 10 days after Staysure accepted that he should be medically repatriated. During the air ambulance, despite knowing my father had kidney issues, the medical team failed to insert a catheter properly, meaning that my father despite being semi-conscious must have been in agony for the entire flight. He had 1.5L of retained fluid on arrival in the UK. This led to a severe kidney infection due to the negligence of the air ambulance staff. He had a major stroke a couple of days later and died a week after that. Whilst he was in hospital in the Caribbean I had to go to my father every day during the last days of his life, when all he wanted to do was to go home, and tell him that once again he wasn't going home that day and that I had no idea when he would be able to go home. I had to watch him collapse in tears each time, and accuse me and my mother of not trying to get him home and abandoning him abroad. These are some of my last moments with him. This was all because of Staysure's inaction their apathy, and their sheer lack of basic human empathy. I cannot tell you how incredibly draining it is having to try and support a terrified, severely ill family member abroad when the people that are supposed to be helping you get him better and back home are doing precisely nothing, meaning you have to battle with them every single day. The pit of dread I felt in my stomach when I was heading into hospital every day to give no news was indescribably awful. It isn't hyperbole when I say dealing with Staysure was a traumatising experience. If you are considering taking out an insurance policy with, I am pleading with you for your own sake to go elsewhere, as I would not want anyone else to go through what I and my family did. We did complain to Staysure. They upheld the complaint, and in recognition of what they had put us through, felt that £200 would be adequate compensation. I cannot use the words I would like to describe these people. Please, please, do not make the mistake we did.”

Helpful Report

Posted 8 months ago

“Back in 2020 when we went into lock down, I had to cancel my travel insurance with Staysure. They decided to keep 25 pounds for an admin charge and returned me 12 pounds. 'Robbing Gits' would be a better name for the company.”

Helpful Report

Posted 10 months ago

“Staysure has issued TWO poli ies on me, with two different policy numbers. I've tried contacting them but get ignored. I do not recommend Staysure.”

Helpful Report

Posted 10 months ago

“I cancelled my auto renewal and yet I was still charged.”

Helpful Report

Posted 10 months ago

“• On 15/01/23 I booked trains for my partner and me from Britain to Nice – return journey on 2/06/2023; • In May we took out Staysure holiday Travel insurance (Annual Multi Trip Comprehensive Europe); • In mid-May rail strikes were announced in Britain for 2-3/06/23, which meant we would be unable to return home until 4/06/23; • On 19/05/23 I telephoned Staysure and spoke to an operator for 05:25 minutes to check if our insurance policies would cover hotel costs for a two-night stay in London, and I was assured they would; • On 10/06/23 I emailed Davies Claims Solutions (Staysure’s Underwriters) with a request for £333.20 (less excess) for our stay in London • On 20/06/23 Davies Claims Solutions replied saying my claim had been turned down because our insurance policies covered only mainland Europe and not Britain; • On 26/06/23 I emailed both Davies Claims Solutions and Staysure filing a complaint on the grounds I had been told by Staysure on 19/05/2023 that we would be covered for our London stay; • On 14/08/23 Davies Claims Solutions replied saying “Unfortunately, when reviewing your complaint, the advice you were given by StaySure was incorrect and unfortunately due to the terms and conditions of your Insurance policy we are unable to cover this aspect of your claim.” • I therefore contacted the Insurance Ombudsman who upheld our claim on the grounds that we had been given incorrect information by Staysure, and in late December 2023 they eventually paid up.”

Helpful Report

Posted 10 months ago

“I cancelled this in plenty of time and fibd out today you have ignored me and removed over 350 from my account”

Helpful Report

Posted 11 months ago

“You wait ages for phone to be answered then you are onto a AI response before you get to an agent, then when you do the agent asked the same questions, a total waste of time, get rid of AI. When you think it is sorted and go back to them the agents do not record the info for another agent to look at and you have to start all over again, they say they have to treat like a new enquiry. We then get to medical questions which they are not qualified in and only go by the guidelines on their system, not what the actual medical facts are and the condition definition. Very poor, then you get to the price increase and this seems to be the same percentage as the increase in profits. One thinks they should have an extra wealth tax imposed. They scare you into thinking you need this and yes you do but claims have decreased not increased and then they tell you the worse case scenario and that how wonderful they are in dealing with this and paying out claims quickly. Also how wonderful they are in repatriating you if required, however it is not them who do this they outsource this to a specialist company. Customer service is zero and they need to stop scaring the public and then taking hard earn money from you. Would be nice if they were honest and upfront. The problem is you need cover in case, but there will come a time when older people will stop buying it and take a risk due to the cost. Set sensible prices and increase business better to make a smaller profit per person and then you will increase business and turnover, not rocket science.”

Helpful Report

Posted 11 months ago

“I only needed to update my credit card, but was taken through a whole menu of questions which took about 20 minutes”

Helpful Report

Posted 11 months ago

“Awful customer service. Don't bother going with these people at all. I'm so angry - I've spend hours and hours on the phone with them to get cover for what are very minor conditions that I have, and phoned up to declare things (again so minor they seem ridiculous) and get told they will not be able to cover any of my pre-exisiting conditions now. I hate the customer service I have had from this company. I advise you not to bother.”

Helpful Report

Posted 11 months ago

“Have been a customer with annual travel insurance for several years. It seems to me they actively look for ways not to be helpful or pay claims so this year I have moved to a different company. Egs: 1) I rang the emergency medical advice line when my husband had an infection in I eland. I didn’t want to claim - just some info about what the procedure was to get some antibiotics for him on a Saturday morning. They didn’t know so I had to find out for myself 2) his glasses were damaged during a storm on board a ship in Norway this year. Immediate response was” no cover” because we didn’t have a written report from the tour company about the incident. Strangely it hadn’t crossed my mind to ask for such a thing in the middle of a Force 10 gale off the Lofoten Islands ( what was I thinking!) Fortunately we didn’t need to pursue a claim anyway as Boots the Opticians have a much better attitude to customer service and replaced his specs free as he was within their 3 month guarantee period. If this is their attitude on small things I don’t want to try them out on a real emergency.”

Helpful Report

Posted 11 months ago

“I have not recieved the policy documents and was asked to complete a survey before i have been given a chance to use the service that i had paid for.”

Helpful Report

Posted 11 months ago

“My annual policy auto renewed when I had previously opted out, I am waiting to hear from customer services. The opt out function is very hard to find on your account. Please be aware!”

Helpful Report

Posted 11 months ago

“It would have been cheaper to cancel the policy & take out a new one!! a A rip off.”

Helpful Report

Posted 11 months ago

“It has taken from 9am this morning to 6pm this evening to sort out 10days travel insurance. This after filling in form online, to be told details lost. Waiting 20 plus minutes for phone to be answered is not acceptable. Not at all pleased with today’s service.”

Helpful Report

Posted 1 year ago

“Despite having a completely new condition a few weeks after paying for the policy. I was told not able to claim for cancellation under ANY circumstances. What makes it worse is that I didn't have to have any treatment and doctor said I was fit to travel. But staysure also said they would not accept claims for any pre-existing conditions so basically the policy was not worth having. Saving grace is that after I was told I could not get any money back for cancelling the policy A more helpful lady got me a third back. Sorry cant remember your name.”

Helpful Report

Posted 1 year ago

“Their exact words : "Because you have two minor procedures outstanding, we cannot cover your pre-existing medical conditions. Let us know as soon as one procedure has been signed off, and we will then cover pre-existing conditions, if you're only waiting for one procedure." The following week, after one procedure signed off ..."No we can't cover pre-existing conditions until all procedures are signed off."”

Helpful Report

Posted 1 year ago

“Do not use! I took out annual travel insurance 2 years ago. I declared all pre-existing conditions (all minor). I was recently incidentally diagnosed with a gall bladder polyp, non serious and no symptoms and have letter from Doctor stating I am fit to travel. I wasn't booked to go away and wasn't making a claim But I rang Staysure to make them aware of this condition (as this particular condition couldn't be reported online) and I was told that Staysure, not only wouldn't cover this condition , despite advertising that they cover Gall bladder conditions but additionally they would now no longer cover my previous declared conditions (one of which is mild glaucoma! ) for which I had been charged an additional £90.”

Helpful Report

Posted 1 year ago

Staysure is rated 4.5 based on 1,618 reviews